Central Reservations Specialist

Department: Central Reservations Office

Position: Reservations Specialist

Reports to: Vice President of Central Reservations

Position Overview:

The Reservations specialist is responsible for handling incoming reservations and informational calls for Cape Resorts' properties. They will assist guests with planning and booking reservations related to hotel, dining packages, spa services, and resort activities to convert calls to sales.


These duties may be described as, but are not limited to:

• Professionally, patiently, and politely assist all incoming calls, regardless of their nature. At times, reservation agents are needed to assist callers sorting out issues related to their pre-/post stay. Agents are required to keep/update notes in reservations to reflect the nature of the call.
• Accurately input hotel reservations with minimal-to-no errors.
• Efficiently utilize all resort software systems and maintain knowledge on all room types, policies, promotions, and availability.
• Communicate with the Front Desk regarding reservation updates and changes (within 24 hours of the arrival date)
• Running reports to assist in ensuring compliance by the Reservations Department with any changes in sales strategy.
• Respond to voicemail and email inquiries in a professional and timely fashion.
• Maintain confidentiality regarding guest records, credit card information, and hotel policies in accordance with Cape Resorts Standards.

Other:

Due to the hospitality industry's cyclical nature, employees may be required to work with varying schedules to reflect the department's business needs. In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees must fully comply with Cape Resorts' rules and regulations. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Required Knowledge, Skills, Abilities:

• Strong Computer Skills - Experience using Windows-based computers and related applications.
• Comfortable participating in meetings, both in person and via Teams software.
• Effective communication skills - Verbal and Written.
• Strong Data Entry Skills.
• Ability to work under pressure.
• Hospitality experience is preferred but not required.
• Maestro PMS system experience is preferred but not required.

Minimum Qualifications:

• High school diploma required, 1-2 years of college courses preferred.
• One to two years in a public contact position.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.